At Bupa, purpose meets possible. Join us and help shape a future where healthcare is more connected, more personal and more human.

We’re a global healthcare leader trusted by millions and committed to helping people to live longer, healthier, happier lives and making a better world. Healthcare is changing, and so are we. We’re investing in more clinics, better systems and smarter, more connected ways to help our customers. As we continue to expand our services and invest in innovation, you’ll help create a healthcare system that meets people where they are, responds to what they need and leaves them better than before. 

Here, your work has purpose, your voice matters and your future is full of possibility.

Just imagine the impact you could make.

Job Purpose 

The Senior Business Analyst will play a critical role in shaping and delivering the Next Gen Voice platform across Bupa’s Health Insurance, Health Services, and other business units. This role supports both strategic and tactical initiatives across the full Voice channel scope, enabling seamless integration of customer service technologies and processes within a modern CCaaS environment.

Responsibilities 

Skills and Experience Required

• 7–10 years of experience in business analysis or related roles. 
• Proven experience in digital transformation, contact centre operations, and enterprise platforms.
•  Prior experience working with health insurance products and policy. 
• Domain knowledge in health insurance or healthcare is highly desirable. 
• Familiarity with machine learning and AI technologies, and their application in customer service and healthcare environments
• Demonstrated experience working within Agile methodologies and ceremonies, including backlog refinement, sprint planning, stand-ups, and showcases. 
• High degree of credibility and ability to build trust and forge strong relationships with senior stakeholders. 
• Proficiency in delivery and collaboration tools such as Amazon Connect, Pega, Azure DevOps, Microsoft Teams, and Confluence. 
• Expertise with data visualisation and reporting tools including Power BI and AWS QuickSight. 
• Familiarity with customer journey mapping tools (e.g., Miro) and requirements management methodologies.
• Strong facilitation, documentation, and analytical skills. 
• Skill in eliciting and defining requirements, i.e. Epics, Features, Stories, with clear acceptance criteria. 

Why you’ll love it?

We support our people to be the healthiest and happiest versions of themselves. From providing initiatives that develop careers to looking after our people’s health, wellbeing and futures. Through the Viva Healthier and Happier program, we’re providing health benefits for everyone who works at Bupa, no matter their role.

 If this sounds exciting, we’d love to hear from you. Let’s shape the future of healthcare, together.

At Bupa your wellbeing, identity, and personal story are respected and valued. We are continuing to build teams that reflect the diversity of the communities we serve. Bupa is committed to providing equal opportunities and fostering a workplace and environment that is free of discrimination, bullying and harassment.

We actively encourage applicants from all backgrounds and experiences, including Aboriginal and Torres Strait Islander peoples, veterans, people with disabilities, and LGBTQIA+ applicants.

We are dedicated to removing barriers to participation. If you need any reasonable adjustments during the recruitment process, or if you’d like to discuss how this role can be flexible for you, please let us know so we can support your participation on an equitable basis.